In this episode, Melinda Emerson chats with Shep Hyken about exceptional customer service as a competitive strategy. They delve into the advantages of subscription services, the difference between customer satisfaction and loyalty, and the power of customer amazement. Melinda also introduces her new book "Fix Your Business," and they discuss customer service in ecommerce vs. retail, strategies to enhance service, and effective customer feedback collection.

(0:00) Introduction and guest Shep Hyken's credentials

(3:13) Disrupting competition through exceptional customer service

(5:28) The benefits of subscription services for businesses

(9:31) Understanding customer satisfaction vs. customer loyalty

(11:07) The concept of customer amazement and its impact on pricing

(14:16) Sponsor Break

(14:40) Introduction of Melinda's new book "Fix Your Business"

(15:17) Comparing customer service in ecommerce and retail businesses

(16:32) Strategies to improve customer service in small businesses

(20:33) How to effectively gather customer feedback through surveys

(21:51) Closing remarks and sign-off